Reassure your customers wherever they need you
A pan-european experience for widespread coverage.
Travel or car insurance policyholders cross borders, often dozens of times during their period of coverage. To claim or check their policy, they also have to cross the technical “borders”, communicating by phone, e-mail, video-chat by live-chat or on social networks, from outside their home country. To ensure the policyholder makes it home safe and happy, the insurer must now offer a customer experience that crosses the borders of traditional customer service.
This offer exists today at CCA International with our pan-European offering. With access to regulatory and legal information for all European countries, our centralised pan-European teams can help policyholders in the appropriate language at the right time, and can access their policy details without the need to confer with colleagues based in other countries.
The implications in terms of quality of the customer experience are profound - like the commercial potential of this approach. For example, a Spanish customer travelling with a new requirement (e.g. skiing) has been spotted on Twitter by a social media analyst. We will check if he is a policyholder and if so he will be called in Spanish (by an agent based in any of the 6 sites) in order to provide the extra cover required and realise the additional premium. Typically these sales opportunities convert very well as the proactive approach means the policyholder likes to know that insurer is aware of their needs.